The checklist is intended only as an aid to your initial thinking. Introducing TQM is a major strategic change which will require considerable research and planning. You are likely to need external advice or help to implement it.
1. You will need a quality team to drive through the changes. In a small organisation this will be the senior management team.
2. Consider the competitive position of the organisation. Establish who your key customers are and find out what they expect of you: don't assume that you are currently meeting all their requirements.
3. Draw up a vision statement defining where the organisation wants to be in terms of serving its customers: this vision must be stretching but attainable.
4. Translate the vision into realistic outcomes. Establish what customers, suppliers and employees expect the organisation to deliver in quality of product/service.
5. Review how you are currently failing to meet the standards expected. Key ones are: external constraints, being let down by suppliers and internal inefficiencies.
6. Conduct an organisational assessment of current levels of waste. Involve all employees in the assessment. Collect data as widely as possible.
7. Establish the current cost of waste.
8. You need to decide whether to include a quality management system in your initiative. This will lead to third party certification (BS EN ISO 9000 or its equivalent), which may bring benefits with customers and suppliers or even be demanded by them.
9. Draw up your quality strategy. The goals , the systems and tools needed to change processes, cultural changes needed to create the right environment for quality, resources that can be applied and the time frames.
10. The culture of the organisation will be critical to the success or failure of TQM. Plan for the introduction of team-based working: strong and effective teams are essential.
11. Some staff will need training in depth, others less so, but everyone should be given a thorough introduction to, and familiarisation with, what TQM means. Conduct an analysis of training needs.
12. Set priorities for the introduction of TQM. Select key processes for early analysis and improvement. Do not start with more than three processes at the most.
13. You will need to set both short- and long-term targets and establish measures of success both in business and cultural terms.
Do's and Don'ts
Do:
Secure top management commitment from the very beginning.
Ensure that this commitment is repeatedly conveyed.
Encourage all employees to make suggestions for improvement, especially those at the sharp end.
Don't:
See TQM as a quick fix.
Bring TQM in at the same time as several other major new initiatives.
Use TQM (or even appear to use TQM) as a means of downsizing.
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